Phoning the CNWL Single Point of Access for Grenfell Tower
23 June 2017
This telephone line - for mental and emotional services support - is open 24 hours-a-day and night, and 7 days-a-week including weekends; there are plenty of trained staff available to take your call.
Telephone number: 0800 0234 650
So what happens when you call?
Once you have dialled, you will hear a woman’s voice say, “Hello, Welcome to CNWL's Single point of Access for adult mental health and Grenfell Tower helpline…"
You should get through immediately to a member of Single Point of Access staff.
If they are all busy – which sometimes happens - you will hear music.
After 15 seconds holding you will be asked if you would like to continue to hold or for us to call you back; you press 1 and leave a number. You can still hold; we recommend you hold if you think it’s urgent.
After 40 seconds holding you will hear the message again – offering you to either hold or ask us to call you back (in July 178 messages were left). If you leave a message, we will call you back within 30 minutes.
Our response time to answer a call is usually under a minute; in July we had 4,790 calls and they were answered in about a minute.
We’re here to help as quickly as we can.